“It’s better to say ‘thank you’ and not mean it, than to mean it and not say anything at all.” – Bill Brooks
Thank your customers for their business and their trust in you and your organization to ensure the satisfaction of their needs. This is a cornerstone of building long term and successful relationships. This applies to internal customers also.
Team members will generally work hard for emotional benefits and recognition, in addition to monetary income. In any interaction with internal customers, try to focus the discussion on their needs and wants by asking background, probing and confirming questions. People tend to support solutions that they help to create. Offer positive feedback to customers. William James, one of the world’s best-known psychologists, once said, “The desire to be appreciated is one of the deepest drives in human nature.”
Use the customer’s name often. This applies to external and internal customers. It is often said that, “the sweetest sound in all the world to a person is his or her name.” People get enough abuse during the normal day, so they will develop powerful feelings for the team members who make the extra effort to remember and use a preferred name.
“Thanks to the three Cs— rapid Change, rising Competition, and mounting Complexity— old ways of operating no longer guarantee success. As a result, each of us faces a choice: whether to stand idly by and become the Wave’s next victim, or to rise to the challenge of the new era.” – Dennis Waitley
Do not use negative language. Use constructive smart talk instead. Rather than saying “I can’t do that,” give customers alternatives by telling them what you can do. Focus on the positive. Treat customers as the most important part of your business. Make them feel needed and wanted by giving them the time, attention and understanding they deserve.
What you say to customers creates a lasting impact that can make or break long-term business relationships. Get rid of common negative responses and replace them with the positive styles that please customers every time.
• That’s not my job
• I don’t know
• Calm down
• I’m busy right now
• Call me back
• I have to put you on hold
A better approach
• Here’s how I can help you. I can …
• I’ll find out …
• I’m sorry that you had that experience
• I’ll be with you as soon as I finish …
• I’ll call you back as soon as I …
• Can you hold while I …?
Customer service in the simplest terms means to understand who your customers are what they want and how they want the service or product delivered. Exceptional customer service is the most effective and cost efficient way to increase the profitability of any enterprise. We often hear that we should treat customers as if we want to be treated.
That axiom is well intentioned. However, most importantly, we should treat customers as they want to be treated. We learn how customers want to be treated in two significant ways; we try new and different approaches and we ask them what they like and don’t like about a particular product, service or procedure.
If we conduct continuous customer satisfaction research, we can be assured of increasing their satisfaction and increasing the company’s profits and the organization’s effectiveness.
Now that we have learned a model system to help us resolve customer issues, one final step is necessary, the action plan. The action plan requires that you identify your particular customers, internal or external, and prioritize a list of regularly occurring customer service issues. You should select at least three (3) service areas that you can focus on immediately to improve your customer’s satisfaction.
After you have resolved the initial three service issues, repeat the process. This is a process improvement technique that can be implemented incrementally and does not require radical change or costs to generate continuous improvement.
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